IGNOU MS-100 (MM) Project – Consumer Perception of Service Quality of Online Retail: Study in Siliguri, West Bengal

Retail in India has established as one of the most dynamic and fast developed industries with many large players entering the market rapidly. Although majority of the players in   the   Indian   retail   industry are   still   developing, organized retail sector is experiencing a very fast growth in India.  Transition  from  traditional  unorganized retail  to  organized  retail  is  taking  place  in India because of changes in consumer preference, dynamic nature of user expectations, increase in middle class population, more disposable income, advancement in the demographic blend, etc.

Objectives

• Following objectives are formulated for the proposed study:
• To study the consumer’s perception towards the service quality in Online Retailing.
• To study the attributes related to Quality of Information and Payment Handling Process in online retailing.
• To study the factors influencing the Quality of Delivery in online retailing.

Topic Covered

• Introduction
• Literature Review
• Research Methodology
• Data Analysis and Interpretation
• Conclusion and Suggestions
• Bibliography
• Questionnaire